Live Chat
Services will be available from Monday to Friday
10am - 7pm (GMT+1)
Tel:+49 30 568 37136
Email us
Customer service online
service@scarosso.com
  • FAQs
    Here is a list of the most frequently asked questions.
  • Contact Us
    If you have any questions or need help please contact us. We will be happy to assist you.

FAQs

01. How do I make a purchase?

02. Do I need to set up an account to place an order?

03. What should I do if I forgot my password?

04. Which size should I choose?

05. How do I know if an item is in stock?

06. Is it safe to use my credit card at the Scarosso Online Store?

07. Why do I need to re-enter my credit card details when requesting delivery to a new address?

08. How can I remove my saved credit card details?

09. Does the Scarosso Online Store ship to post office boxes or freight forwarding addresses?

10. Why are shipping restrictions applied to some items?

11. How do I change currency?

12. Does the Scarosso Online Store ship to multiple addresses?

13. How soon can I get my order and how much delivery will cost?

14. Is my package insured?

15. Do I need to sign for my order?

16. Can I change my shipping address after my order has been dispatched?

17. Can I add items to an existing order?

18. How will I know you received my order and when will payment be deducted?

19. Can I track my order?

20. Where is my order?

21. How do I return an item?

22. What if the product is faulty?

23. Is my personal information kept private?

24. What are cookies and should I be worried about them?

25. What is a Wish List?

26. How do I create a Wish List?

27. Can I share my Wish List?

ANSWERS

01. How Do I Make a Purchase?

Shopping the Scarosso Online Store is easy: if you know what you are looking for, use the specific category links, such as 'Shoes', 'Accessories' shop by ‘Trends’ section on the site, or through our 'Icons'. Once you have found an item, select your size and color and use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (color, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

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02. Do I need to set up an account to place an order?

Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':

  • Track your orders and review past purchases,
  • Request your Return Authorization Number directly from your account,
  • Gain access to your ‘Wish List’,
  • Be notified when new products are available
  • Save your address and card details for faster shopping,
  • Manage your account details and newsletter subscriptions.
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04. Which size should I choose?

In the Scarosso Online Store, sizes may be based on the Italian or International sizing system. To convert this to your usual size, simply click on 'Sizing Info' on every product page. Where an item runs small or large to size, this will also be identified in the item description.

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05. How do I know if an item is in stock?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, add it to your Wish List so you may save and view it at any time. You will be notified once it is back in stock.

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07. Why do I need to re-enter my credit card details when requesting delivery to a new address?

For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

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10. Why are shipping restrictions applied to some items?

Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.

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11. How do I change currency?

If you are shipping to the UK or the US and Canada, your order will be charged in British Pounds or US Dollars. For all other destinations you will be billed in Euros. If you are a customer whose credit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply change the country by selecting the country icon on the bottom center of the footer of the site and select from the list of shipping destinations.

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14. Is my package insured?

All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

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17. Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

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18. How will I know I received my order and when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.

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19. Can I track my order?

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

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20. Where is my order?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to only be used as a reference, commences from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.

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22. What if the product is faulty?

For a swift resolution, please email us photos of the product. Shoes must be photographed from both sides, from above and below. Please send all images to service@scarosso.com and be sure to include a description of the fault and the circumstances under which it occurred. We will assess the situation and provide you with the most adequate solution.

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23. Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.

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24. What are cookies and should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit the Scarosso Online Store. Your name will appear in a welcome message at the top right hand corner of the website.

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26. How do I create a Wish List?

To create a ‘Wish List’ you will need to be registered and signed in. When browsing, use 'Add to Wish List' on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to ‘Shopping Bag’, or remove the item.

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